C ommunications, Complaints and C onflict

1. The Art of Communications Presented by Gerry Hoeffner Communications,Complaints andConflict PERSONNEL DYNAMICS CONSULTING 2601 Lazy Hammock Lane, Fort Pierce, Florida 34981 l 772-9795028 l www.PersonnelDynamics.net

2. President of Personnel Dynamics Consulting Over 30 years of HR and employee development experience Recognized nationally by HR Magazine for his work on 2020 Program “Best Places To Work” won the 2002 International Pinnacle Award from the Society for Human Resource Management Creator of “TheTurnoverCalculator.com” Member of the National Speakers Association Member of the International Speakers Network Advisor to Governor Chiles on Workers Compensation Reform Certified Predictive Index Consultant Personnel Dynamics Consulting Fort Pierce, Florida President GerryHoeffner The Ultimate Turnover Calculator

3. Gerry’s other products The Ultimate Turnover Calculator www.TurnoverCalculator.com Determine the true costs of losing an employee. The most complete Turnover Calculator on the internet. Help us identify the “Best” employers in your community Improve productivity and implement change initiatives through behavioral analysis

4. The Art of Communications Presented By Gerry Hoeffner Communications,complaints andConflict PERSONNEL DYNAMICS CONSULTING 2601 Lazy Hammock Lane, Fort Pierce, Florida 34981 l 772-979-5028 l www.PersonnelDynamics.net

5. Communication Are we better today at communicating than we were years ago?

6. Communication Is it as important today as it was in the past? Why?

7. Our World Of Communication

8. What Happened To Communications?

9. In Our World… • We changed how we communicate. • We did not change what we want from communication. • What do we want from our communication?

10. What Do We Want? • We want to relay and gain an understanding of content. (data, facts, etc) • We want to relay and gain an understanding of feelings.

11. Are feelings really part of your job?

12. What Do They Want? • What happens if their expectations are met? • What happens if you fail to meet their expectations?

13. Their Feelings People will forget what you said. People will forget what you did. People will never forget how you made them feel. Maya Angelou

14. The Communication Process is difficult Being a Great Communicator is not easy. You have to work at it.

15. Communications Health Language Noise Non-Verbal Education Lighting Emotions Location Preconceived Notions Intent Familiarity Motivations Relationship Interest Geographic Differences Hearing Position Age Rest Gender Sender Receiver History

16. Communications Sender Receiver Who is responsible for good communications?

17. The “Sender” is responsible for the message that is received. Not the message sent. How does this statement affect communications?

18. 360 Communications Sender Receiver

19. How Do We Communicate? 10 • _________ % Words • __________% Tone • __________% Sight (non-verbal) 20 70

20. Blind Communications

21. Non-Verbal Communications

22. Exercise Blind Communication

23. It is as much about how you said it, as it is what you said, that will get you in trouble or out of trouble. Tone

24. Tone Dear Tom I want a man who knows what love is all about you are generous kind thoughtful people who are not like you admit to being useless and inferior you have ruined me for other men I yearn for you I have no feelings whatsoever when we’re apart I can be forever happy will you let me be yours Sheila

25. Tricks for Tone • Smile • Know what you are talking about • Know Yourself • Rest is important • It is okay to laugh • Enjoy what you do • Choose your feelings wisely

26. Emails, Texts and Tweets Email and Texts are great for sending data and documentation. Email and Texts are terrible for relaying feelings or developing relationships. Only 10%

27. Tricks for Emails / Texts • Keep emails/texts short (Data) • Know the person you are sending it to • Write perfect subject lines • If angry / frustrated / unsatisfied… “Let’s Talk” • If you must express your feelings… send email/texts to yourself. • Use Acronyms sparingly (the idea is to communicate) • Punctuation matters.

28. Two Messages We Communicate Feelings Content Sender Receiver

29. Conflict When a person’s self-worth is perceived to be threatened or at risk.

30. Conflict Feelings Self-Worth Content Right/Wrong What is more important? What do we normally focus on first?

31. Stages of Conflict Stage One Me You Problem Stage Two Me Problem Stage Three Me Conflict is about “Me” (feelings)

32. When Dealing with Conflict… Feelings Content You Them We are faced with both feelings and content. Which one do we normally address? Which do we ignore?

33. Dealing with Conflict The Art of Active Listening

34. Active Listening The ability to pick up and respond accurately to the feelings and the content expressed by another person. (Without adding any advice or opinion of your own)

35. Dealing with Conflict • Accept what is being said. • Active Listen in both content and feelings. Feedback your understanding of what is being said in both content and feeling. • Ask Permission to investigate or explain. • Apologize and invite them to use your services again.

36. 1. “You have called on everyone else and I have been waiting for 30 minutes and you have not called my name.” • “You are next on the list right after that gentleman.” • “It is frustrating when everyone else seems to be getting called in front of you.” • “But you showed up an hour early for your appointment.”

37. 2. “That is the dumbest system I ever heard of. Where did you guys get that one?” • “There are some good reasons why we do that.” • “It makes you angry to have to do things that don’t make sense.” • “Mary, in the Legal Department.”

38. 3. “Do I really have to fill out all these forms without any legal advice?” • “It’s okay. Everybody does it.” • “This is uncomfortable for you.” • “This process is required by the Federal Government and if you don’t follow them you could be subject to criminal action.”

39. 4. “Ican’t believe I have this mess. I don’t knowwhat to do next.” ?” • “This happens all the time. You just have to deal with it.” • “You seem to be overwhelmed by it all.” • “There, I fixed it in the computer.”

40. 1. “This is the third time I am calling for information. When are you guys going to get things straight over there? ” • “Hold on.” • “We will send it again.” • “I can see we have disappointed you.”

41. Dealing with Conflict • Accept what is being said. • Active Listen in both content and feelings. Feedback your understanding of what is being said in both content and feeling. • Ask Permission to investigate or explain. • Apologize and invite them to use your services again.

42. Wow Them Follow Up to make sure no new issues have developed. Wow Them!

43. Are feelings really part of your job?

44. Remember People will forget what you said. People will forget what you did. People will never forget how you made them feel.

45. Gerry’s other products The Ultimate Turnover Calculator www.TurnoverCalculator.com Determine the true costs of losing an employee. The most complete Turnover Calculator on the internet. Help us identify the “Best” employers in your community Improve productivity and implement change initiatives through behavioral analysis

46. PERSONNEL DYNAMICS CONSULTING Corporate Culture Development Organizational Change Support Management Training Motivational Presentations Leadership Training Sales Training Customer Service Training Personalized Training Programs 2601 Lazy Hammock Lane, Fort Pierce, Florida 34981 l 561-467-9212 l Gerry@PersonnelDynamics.net